Troubleshooting Token.io Bank Feeds
Zoho Books has integrated with Token.io, a financial service provider, to fetch bank feeds through open banking. Token.io relies on the API connection or gateway of the bank to fetch feeds into your organisation automatically.
We have outlined some of the issues related to the feeds fetched through Token.io with potential solutions. If the issue persists, please contact our support team so we can work with Token.io and your bank to resolve it. Token.io, in turn, will notify the bank to resolve the issue. Since both Zoho Books and Token.io are reliant on the bank to resolve issues related to broken bank feeds, it will take some considerable amount of time as this involves multiple parties.
Note: If the issue is with your bank, it may take up to 10 weeks to resolve. For a quicker resolution, you can contact the bank directly. If the issue is with Token.io, it may take up to 6 weeks for them to resolve it.
1. When I try to grant Token.io consent to access my accounts, balances, and transaction history, I get redirected to Zoho Books and see the error message: “There’s a technical issue while connecting with your bank”.
If you are being redirected to Zoho Books after accepting the terms and conditions on Token.io’s consent page, try:
- Using a different browser
- Clearing the cache, cookies, and browsing history
If the issue persists, please write to us at support@zohobooks.com.
2. When I try connecting my bank account with Token.io in the bank’s login page, I get redirected to Zoho Books and see the error message: “Access Denied”.
Insight:This error may occur if you don’t have complete access to your bank account or if you have entered incorrect credentials.
If you encounter this error message on the bank’s login page, try:
- Verifying the login credentials you entered, or
- Clearing the cache, cookies, and browsing history
If the issue persists, contact your bank and ensure if you have complete access to your bank account.
3. When I try to accept Token.io’s end-user terms of service, I encounter the error message “There’s a technical issue while connecting with your bank”.
If you encounter this error when you try to connect your bank account, it suggests there may be an issue with Zoho Books. For further assistance, please contact our support team at support@zohobooks.com and provide your Zoho Books organisation ID along with your bank’s name.
4. When I try to connect my bank account to my Zoho Books organization, I provide Token.io consent to access my account information, enter my bank credentials, and select the accounts. Then, I’m redirected to Zoho Books and see the error message: “There’s a technical issue while connecting with your bank.”
Insight:This is a temporary technical issue on the bank’s side.
If you get this error message, share your Zoho Books organisation ID, your bank account’s name and the name of your bank with support@zohobooks.com.
5. My Zoho Books organization has duplicate transactions. How do I resolve this issue?
Sometimes, transactions are duplicated when there is an issue with the bank’s system or its data processing. You can reach out to your bank and report the duplicate transactions to get them removed.
6. Why are my transactions not being fetched into my Zoho Books organization?
Insight:In open banking, Token.io can fetch bank feeds for a period of 90 days. This error occurs when the consent expires at the end of this period.
If you encounter this issue, try the following steps:
- Refresh your bank feeds.
- If refreshing does not work, try reconfiguring your bank feeds.
If the issue persists, please contact us at support@zohobooks.com. We require you to share screenshots of your bank statement, as well as screenshots of your Matched, Categorized and Uncategorized Transactions. Please ensure that any sensitive or personal information is masked.
7. Some transactions I created in a particular date range are missing.
Insight:Zoho Books may have identified your transaction as a duplicate and automatically excluded it. In some cases, there could be errors in the bank’s database preventing them from sending transactional data.
if you come across this error, try the following steps:
- Search for the transactions under the Automatically Excluded tab.
- If your missing transactions are present under the Automatically Excluded tab, select those transactions and click Restore.
- If it is still missing, you can Import them manually.
If a large number of transactions are missing, contact our support team @support@zohobooks.com with the screenshot of your bank’s statement.
8. Why is there a mismatch in the transactional data fetched into my Zoho Books organization?
Insight:This should be an error at the bank’s end. Neither Zoho Books nor Token.io can alter the information provided by the bank.
If you come across this error, contact our support team @support@zohobooks.com. We require you to share the screenshot of your bank statement and the discrepancy in your Zoho Books organisation, highlighting the mismatch. Please ensure to mask the sensitive and personal information.
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